Press Release

Bank of America Leads the Pack in VocaLabs Study of Customer Service

MINNEAPOLIS--(BUSINESS WIRE)--Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its tenth quarterly SectorPulse study on the quality of telephone based customer service among large financial services companies for the six months ending September 2007. This study covered Washington Mutual (NYSE:WM), Bank of America (NYSE:BAC), Wells Fargo (NYSE:WFC), Citibank (NYSE:C), e-Bay subsidiary PayPal (NASDAQ:EBAY), and Wachovia (NYSE:WB).

Bank of America led this quarter with a "C" in Caller Satisfaction, and a "B" in Call Completion, the percent of customers able to complete their business with a single phone call.

Washington Mutual earned "C's" in both benchmarks, while Citibank posted a "C" for Caller Satisfaction and a "D" for Call Completion. Wells Fargo earned "D's" in both metrics. PayPal, which is not a traditional financial service institution but provides many similar services, earned a "D" in Caller Satisfaction and a "C" in Call Completion.

The survey data indicates that Wachovia would rank near the top in Caller Satisfaction and below the median in Call Completion, but there was not enough data about Wachovia to issue the company letter grades.

VocaLabs CEO Peter Leppik comments: "For the industry as a whole, the quality of service this quarter is similar to what we recorded last quarter, though some companies did better and others worse. The financial services industry continues to do poorly on our benchmarks for customer service quality."

To learn more about VocaLabs services, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact VocaLabs at sales@vocalabs.com, 952-941-6580.

About SectorPulse

VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. VocaLabs consumer panelists who are customers of one of the companies included in this report are asked to participate by completing surveys before and after a call to their service provider.

About Vocal Laboratories

Vocal Laboratories is a survey and professional services company specializing in collecting customer feedback about customer service quality. VocaLabs has won numerous industry awards for its innovative survey techniques for delivering timely, accurate, and actionable data in the call center.

Contacts

Vocal Laboratories, Inc.
Peter Leppik, 952-941-6580 X 201
pleppik@vocalabs.com
www.vocalabs.com